Lead flow

Let's understand the different types of leads, their sources, and how they can be managed using the Sales app and TL Dashboard.

Online lead sources

Digital

Digital leads are created from information that leads enter in an online form, a social media ad, from landing pages of ads, or directly on the developer's site visible in Google search. 

• Source examples: Facebook ads and social media marketing, ads on sites like housing and magicbricks, Google AdWords.
• On the agent app: A call will be placed to up to 5 agents [using the agent app] at the same time. Whichever agents receives the call first, would dial a call to the lead's phone number. Until the incoming call is accepted, the lead's phone number is not visible to the agents. If no agent receives the call, of if the lead was online outside of the agent's designated work-hours, a lead would be created in the 'Fresh' bucket of the Agent app and visible to all agents in the team to be claimed.
  

Offline lead sources

Call-center patch-outs

These are leads handled first by the call-center executives. The calls may be in-bound or out-bound, and the call-center would patch-out the lead to an agent working on the project if the lead is found to be a prospective buyer.

• Source examples: Call center - may be project specific, or could be handling different projects together.
• On the agent app: Patch-outs are assigned to any one sales agent in the team by the call-center agent. The lead would appear with actual phone number in the Interested bucket of the agent to who the lead was assigned, and not be visible to any other agent on the team.

Hoarding

A prospective lead would make a phone call to the virtual number displayed on hoardings.

• Source examples: Hoardings along roads, advertisements placed in exhibitions.
• On the agent app: The incoming call would show the virtual number on the hoarding that the prospective lead dials to. The call is made to up to five agents in the team, and the lead is assigned and moved to the 'Claimed' bucket of the agent to who receives the call first. The actual number of the lead would be visible after the call is completed.
  

Click here to know more about assigning virtual numbers to sources and associated teams.

Newspaper or print ads

Similar to hoardings, a prospective lead would make a phone call to the virtual number printed on the ad.

• Source examples: Ads printed in newspapers, magazines, pamphlets, brochures.
• On the agent app: The incoming call would show the virtual number on the print ad that the prospective lead dials to. The call is made to up to five agents in the team, and the lead is assigned and moved to the 'Claimed' bucket of the agent who receives the call first. The actual number of the lead would be visible after the call is completed.

Referral

If the agent is approached by a referrer with a contact of a prospective client, the lead can be manually created in the agent app by the sales agent with the lead's phone number (and also the referrer's).

• Source examples: Contacts from social circle.
  
• On the agent app: The lead will need to be manually created and saved with the lead's and referrer's phone numbers. To learn how to create a lead in the agent app, click here.

Bulk upload

Leads can be listed in an excel sheet and bulk uploaded in the TL dashboard.

• Source examples: Existing database of leads.
• On the TL Dashboard: Leads will need to be listed in an excel sheet in a pre-defined format, and uploaded in the Leads tab of the TL Dashboard. To learn more, click here.
  

Summary

Lead flow logic

You can manage which lead sources are handled by the call-center, and which ones should be directly handled by the sales agent in the TL Dashboard. To understand how you can set this up, click here.

Lead claiming logic

The aim to try, at best, for leads in the Fresh bucket to be equally distributed across agents in the team. For this purpose, the lead claiming logic does not allow a single agent to claim immediately more than an equal share depending on the team size. 

From fresh bucket:

For example, in a team of 5 agents, if 10 leads are present in the Fresh bucket of the app, each agent will be able to claim up to 2 leads simultaneously. After this, the agent will need to wait for 15 minutes before claiming more leads. This gives other agents the window to claim their share of leads, if they wish to.

Incoming calls:

Incoming lead calls (online or offline) are made to up to 5 agents at the same time. In a larger team, a different set of 5 agents will be selected for the next incoming call. If the team has only 5 agents, all agents will receive the call whenever a lead is reaching out, and whoever receives the call first will be assigned the lead.

Incoming international calls:

Incoming international lead calls are made to only one agent at a time. Parallel calling to up to 5 agents is only possible if the agents are using a phone number native to the caller's locale. 

FAQs

Q: How many leads can an agent claim at once?

A: There's no one fixed number, but depends on the size of the team. If there are 10 leads in the Fresh bucket, and 5 agents in the team, each lead can claim up to 2 leads (dividing leads equally among agents) at once. The agent will need to wait for 15 minutes before claiming any more leads.

Q: How long will leads remain in the Fresh bucket if nobody claims them?

A: The leads would indefinitely remain in the Fresh bucket.

Q: If a new lead arrives after defined work hours, can it be claimed by an agent?

A: No, leads that arrive after work hours cannot be claimed by any agent in the team, but will be visible in the Fresh bucket to be claimed once business hours begin. This however does not apply to call center patch-outs, manually created leads, transferred leads, or leads assigned via TL dashboard.